Position Summary:
The Encompass Support Specialist is responsible for providing technical and operational support for the Encompass Loan Origination System (LOS), and Third-Party Origination (TPO) channels, including brokers and correspondents. This role ensures system functionality, supports end users, and helps optimize workflows to improve efficiency and compliance across the organization. As well as ensuring a smooth loan submission and approval process by assisting partners, maintaining communication, and supporting internal teams.
Key Responsibilities:
- Provide day-to-day support for Encompass users, including troubleshooting system issues and answering user questions
- Maintain and update Encompass configurations, including templates, workflows, custom fields, and business rules
- Assist with system enhancements, testing, and implementation of new features or updates
- Monitor system performance and resolve technical issues in a timely manner
- Collaborate with underwriting, processing, closing, and sales teams to improve LOS workflows
- Create and maintain documentation, training materials, and user guides
- Support compliance by ensuring system settings align with regulatory and company requirements
- Liaise with Encompass (ICE Mortgage Technology) support when escalations are needed
Qualifications:
- Experience with Encompass LOS (admin or support REQUIRED)
- Experience in mortgage operations, in NonQM TPO or Wholesale lending
- Strong understanding of mortgage operations (processing, underwriting, closing)
- Problem-solving and troubleshooting skills
- Strong attention to detail and organizational skills
- Excellent communication skills
- Ability to communicate technical concepts to non-technical users
- Ability to manage multiple priorities in a fast-paced environment
- Experience with system configuration or business rules is a plus
